PURPOSE

The purpose of the Technical Support Specialist is to provide enhanced in-depth remote technical support to internal and external customers for products while driving improvements in response time, first time fix rates, productivity and overall customer satisfaction. You will be responsible to develop, documents and communicate new procedures and processes that meet industry compliance, regulatory and customer standards. This position supports service initiatives for remote connectivity and operational efficiencies to meet productivity, quality and business objectives.

YOUR TASKS AND RESPONSIBILITIES

• Performs high quality service during customer technical service requests, internal team projects, and process improvement activities.
• Works with teammates to make sure the team has all tools, equipment, and parts necessary to get the job done;
• Supports software upgrades and other vulnerability mitigation processes as needed;
• Assist in developing documenting, and communicating new procedures and processes that meet industry compliance, regulatory and customer standards;
• Build strong relationships across multiple organizations including marketing, new product development, sales and operational excellence;
• Contribute towards creating a motivational performance/results-oriented team self-organized work environment; contributing to creating a teamwork atmosphere where each team member is willing to participate and go out of their way to help each other.

REQUIRED QUALIFICATIONS

• Strong verbal and written competencies; along with flexibility and good judgment;
• Ability to prioritize individual workload and small group tasks to ensure customer satisfaction and team efficiency;
• Proficient in Microsoft Office product suite;
• Strong customer relationship focus & skillset; with confidence to deescalate customer concerns;
• Confidence to provide direction and communicate without direct authority.

PREFERRED QUALIFICATIONS

• Demonstrated knowledge of Bayer's Radiology business & product suite;
• Current or prior technical troubleshooting acumen for Bayer suite of products;